Never received refund

Tried to request refund since December, now it's mid of February, never got a solid answer with the progress. Excuses being "Finance department is not back to work yet" "We haven't received your email. You need to check if your email is working" "We received your email and will log it now" and no news Follow up again "We can only see your old emails, but now the one with bank confirmation letter"... Or "I don't have access to your email, only my manager can see it." like WAT? Does this department really exist? Or having someone pickingup calls just talk *******?